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Lead Member Services Representative Jobs (NOW HIRING)

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Lead Member Services Officer

Whiteville, TN · On-site

$17.25 - $21/hr

Enhanced Expectations and Responsibilities represent additional responsibilities of the Lead Member Services Officer position. Employees are expected to achieve proficiency in these areas while in ...

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How much do lead member services representative jobs pay per hour?

As of Sep 7, 2026, the average hourly pay for lead member services representative in the United States is $15.91, according to ZipRecruiter salary data. Most workers in this role earn between $12.02 and $18.99 per hour, depending on experience, location, and employer.

What does a lead member services representative do?

A Lead Member Services Representative oversees daily operations related to customer or member service within an organization, such as a bank, gym, or credit union. They assist members with inquiries, resolve complex issues, and ensure high-quality service. Additionally, they often supervise or train other member service representatives, monitor performance, and help implement service strategies. Their role is essential in maintaining member satisfaction and streamlining service processes.

What are the key skills and qualifications needed to thrive as a lead member services representative, and why are they important?

To thrive as a Lead Member Services Representative, you need strong customer service expertise, leadership abilities, and typically a background in business or a related field. Familiarity with customer relationship management (CRM) systems, membership databases, and office software is commonly required, and certifications in customer service or management can be beneficial. Excellent communication, problem-solving, and team coordination skills help you handle escalated issues and motivate team members. These skills ensure efficient operations, high member satisfaction, and effective team leadership within member-focused organizations.

How does a lead member services representative typically support team development and ensure high-quality service delivery?

A Lead Member Services Representative plays a key role in mentoring team members, providing guidance on best practices, and addressing escalated member concerns. They often facilitate regular training sessions, monitor performance metrics, and give constructive feedback to help the team grow. Additionally, they act as a liaison between front-line staff and management, ensuring that member feedback and operational challenges are communicated effectively. This collaborative approach not only improves service quality but also fosters a supportive team environment.

What is the difference between Lead Member Services Representative vs Member Services Representative?

AspectLead Member Services RepresentativeMember Services Representative
CredentialsHigh school diploma or equivalent; customer service experience; leadership skillsHigh school diploma or equivalent; customer service experience
Work EnvironmentCall centers, financial institutions, credit unionsCall centers, financial institutions, credit unions
Employer & IndustryFinancial services, credit unions, banksFinancial services, credit unions, banks
Search & Comparison IntentUnderstanding leadership roles, responsibilities, and qualificationsGeneral customer service duties and requirements

The main difference between a Lead Member Services Representative and a Member Services Representative lies in leadership responsibilities and experience. The Lead typically oversees team performance, provides training, and handles escalated issues, requiring additional leadership skills. Both roles operate in similar environments within financial institutions and require customer service experience. The Lead role often demands more experience and sometimes additional certifications, reflecting its supervisory nature.

What is a lead member services representative?

A lead member services representative is a customer service professional who supervises and assists a team of member services representatives. They handle complex member inquiries, ensure quality service, and often use customer relationship management (CRM) tools to track interactions. This role typically requires strong communication skills and knowledge of company policies and procedures.
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Lead Member Services Representative jobs near you
Infographic showing various Lead Member Services Representative job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 80% Full Time, 16% Part Time, and 3% Contract. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $33,096 per year, or $15.9 per hour.

Member Services Representative Lead

Solis Health Plans

Doral, FL • On-site

$22 - $24/hr

Full-time

Medical, Dental, Vision, Retirement

Posted 19 days ago

Key responsibilities

  • Supports customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing procedures to improve productivity and performance.

  • Trains new employees on customer service policies, procedures, and best practices, and monitors or reviews calls and correspondence to ensure quality standards are met.

  • Prepares reports on customer complaints, inquiries, and team performance, and assists callers with inquiries related to coverage, benefits, and member concerns.

Job description

 
 
About Us:

Solis Health Plans is a new kind of Medicare Advantage Company. We provide solutions that are more transparent, connected, and effective for both our members and providers. Solis was born out of a desire to provide a more personal experience throughout all levels of the healthcare journey. Our team consists of expert individuals that take pride in delivering quality service. We believe in a culture that collaborates and supports one another, and where success is interlinked, and each employee is valued. Please check out our company website at www.solishealthplans.com to learn more about us!


Position is fully onsite Monday-Friday. 

 Location: 9250 NW 36th St, Miami, FL 33178.


**Bilingual in English and Spanish is required**

Full benefits package offered on the first on the month following date of hire including: Medical, Dental, Vision, 401K plan with a 100% company match!

Our company has doubled size and we have experienced exponential growth in membership from 2,000 members to over 7,000 members in the last year! 

Join our winning Solis Team! 


Position Summary:

We're on the lookout for a passionate and dedicated individual who are ready to contribute to our mission of providing essential benefits and services that promote the health and well-being of our members. As a Lead Member Services Representative, you will support our company’s customer service activities by directing and overseeing team members, resolving customers questions or complaints, and developing program and procedures to enhance productivity and performance.

Key Responsibilities:

  • Trains new employees in the company's customer service policies, procedures, and best practices.  
  • Organizes and oversees the schedules and work of assigned staff.  
  • Conducts performance evaluations that are timely and constructive.  
  • Handles discipline and termination of employees with manager as needed and in accordance with company policy.  
  • Monitors or reviews calls or other correspondence between representatives and customers.
  • Ensures that representatives are informed about changes to company products and services.  
  • Collects data and prepares reports on customer complaints and inquiries.  
  • Prepares monthly reports summarizing the assigned customer service team’s performance.  
  • Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff. 
  • Assists callers on inquiries regarding coverage decisions, grievances, appeals, benefit interpretation, eligibility verification, medical group/PCP, explanation of how the plan works and how to utilize services, assists with information regarding referrals or authorizations, member complaints, identification card requests.  
  • Responsible for maintaining customer service levels (abandonment rate, speed of answer and service level) within established parameters.  
  • Knowledge on plans benefit, CMS and Plans policies and procedure. 
  • Complies with company policies and procedures and maintains confidentiality of customer medical records in accordance with state and federal laws. 
  • Ensures compliance with all HIPAA, OSHA, and other federal, state and local regulations. 
  • Participates in meetings, trainings, and in-service education, as required. 
  • Interacts with other departments about member issues or concerns. 

Qualifications:

  • Bachelor’s degree preferred.  
  • At least three years of customer service experience required.  
  • Previous experience in a supervisory role preferred. 

 Performance Measurements:

  • 3-5 Monthly evaluations. 
  • Compliance with Department Call Metrics/ Company Regulations. 
  • Attendance/Punctuality.
  • Safety and Security.
  • Quality of work.

What Sets Us Apart:

Join Solis Health Plans as a Lead Member Services Representative and become a catalyst for positive change in the lives of our members. At Solis, you will be part of a locally rooted organization deeply committed to understanding and serving our communities. If you are eager to embark on a purpose-driven career that promises growth and the chance to make a significant impact, we encourage you to explore the opportunities available at Solis Health Plans. Join us and be the difference!